How do I update the information my AI agents use to answer questions?

Both your AI Chat and AI Voice agents pull their answers from a shared knowledgebase. Keeping this knowledgebase up to date means your AI always has accurate, current information about your agency — like your services, service area, pricing, and frequently asked questions.

AI Agents → Knowledge Base → Open your knowledge base

The knowledgebase is where your AI agents learn about your agency. When someone asks your AI Chat or AI Voice agent a question — like "What areas do you serve?" or "How much does home care cost?" — the agent looks to the knowledgebase for the answer. If the information isn't there or is out of date, the AI may not be able to answer correctly.

Your knowledgebase has five different ways to add information:

1. FAQ The simplest and most recommended option for most agencies. You manually add individual questions and answers — for example, "What services do you offer?" or "Do you accept insurance?" Click + Add FAQ to add a new one.

2. Web Crawler Connect your agency website so the AI automatically pulls information directly from your web pages. Click + Add Website, enter your website URL, and CareFunnels will scan your site and use its content to train the AI. This is great for keeping your AI in sync with whatever is already published on your website.

3. Rich Text Write or paste in longer blocks of content — like a detailed description of your services, your care philosophy, or your intake process.

4. Tables Add structured information in table format — useful for things like service pricing by area or a list of certifications your caregivers hold.

5. File Upload Upload documents like PDFs or service brochures for the AI to reference.

For most agencies, the best approach is a combination of Web Crawler (to pull in your website content automatically) and FAQ (to add specific questions and answers your website doesn't already cover). Start there and add more as needed.

After updating your knowledgebase, test it by typing a question into the test box at the bottom of the page — the same way a visitor would ask it. This lets you see exactly how your AI will respond before it goes live.

How often should I update my knowledgebase? Update it any time something changes at your agency — new services, new service areas, updated pricing, new staff, or any other information callers and website visitors commonly ask about.

If I update my website, will the AI automatically update too? Only if you've connected your website using the Web Crawler. If you have, the AI will pick up changes the next time it crawls your site. If you're using FAQs or Rich Text, you'll need to update those manually.

What happens if someone asks a question the knowledgebase doesn't cover? Your AI is designed to handle this gracefully. For AI Chat, it will capture the visitor's details and notify your team. For AI Voice, it will take a message or transfer the call. Neither will make up an answer — but the more complete your knowledgebase is, the fewer gaps there will be.

Can I delete content from the knowledgebase? Yes. Open any existing entry and use the edit or delete option to remove or update it.